Cordance - IT Operations Manager
Requirements
• 7+ years of experience in IT operations or infrastructure, including 3+ years leading IT operations or managing MSPs. • Hands-on administration of Microsoft 365 / Entra ID and Google Workspace, including identity, access, and tenant settings. • Hands-on experience with an RMM platform, with NinjaOne preferred, and an EDR platform, with SentinelOne preferred. • Working knowledge of AWS and Azure, including IAM, account structure, and landing zones. • Proven record of managing outsourced helpdesk or MSP contracts against SLAs and deadlines. • Experience supporting SOC 2 or ISO 27001 audits with technical evidence. • Experience with M&A integration or running IT across several business units or tenants. • Clear written communication with executives, vendors, and non-technical users. • Bachelor's degree in IT, computer science, or a related field, or equivalent experience. • Experience with Abnormal Security, Cisco Umbrella, or similar email and DNS security tools. • Scripting experience for automation using PowerShell, Bash, or Python. • ITIL 4 Foundation certification. • Microsoft 365 Administrator Expert or AWS Certified SysOps Administrator certification. • Security certification such as CompTIA Security+, CISSP, or CISM. • Familiarity with GDPR and managing EU data residency across tenants. • Experience working with a global team, including overlap with India (IST) hours. • Success Measurements • Consistent IT service delivery across Cordance HQ and its business units, including effective management of tickets, escalations, and SLAs. • Accurate and compliant device inventories across IT and endpoint security platforms. • Timely completion of business unit IT and security integrations onto HQ-managed tooling. • Effective management of MSPs and vendors against agreed-upon deadlines and service expectations. • Reliable identity, access, endpoint, and cloud administration across Cordance environments. • Timely delivery of technical evidence and remediation of gaps identified through SOC 2 and other security audits. • Up-to-date IT operations documentation, procedures, contacts, and escalation paths. • Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
Responsibilities
• IT Operations and Support • Own IT service management across HQ and business units, including ticket quality, escalations, and SLAs with the helpdesk provider (currently 1Path). • Run joiner, mover, and leaver processes, including provisioning and removing access across Microsoft 365, Google Workspace, AWS, and business applications, working with HR on identity data from Rippling. • Maintain and keep current the IT Operations Runbook, covering systems, procedures, contacts, and escalation paths. • Endpoint and Security Tooling • Administer the RMM and endpoint stack, including NinjaOne for device management and SentinelOne for EDR, and keep device inventories reconciled between them. • Administer email and web security, including Abnormal Security and Cisco Umbrella, across multi-org and EU tenants. • Enforce agent installation and device compliance on all company-managed devices and follow up with non-compliant users. • Triage security alerts and integration health issues and route them to the appropriate team or provider. • Infrastructure and Cloud • Support the AWS landing zone and cloud access for business units and keep its documentation current. • Manage identity, access, and tenant configuration across Microsoft 365 and Google Workspace environments. • Business Unit Integration and Vendor Management • Deliver IT and security integration workstreams that move business units from legacy MSPs onto HQ-managed tooling and in-house support. • Hold MSPs and vendors accountable to deadlines for onboarding, offboarding, and tool removal, and report status and risk to leadership. • Review and approve MSP invoices and manage hardware procurement with suppliers. • Compliance Support • Provide device, access, and configuration evidence for SOC 2 and other security certifications. • Close gaps identified during audits and implement a continuous compliance framework to ensure infrastructure is audit-ready and compliant. • Competencies • Strong IT operations and infrastructure management capabilities. • Hands-on expertise managing identity, access, endpoints, and cloud environments. • Ability to manage outsourced helpdesk providers, MSPs, and technology vendors against defined SLAs and deadlines. • Ability to balance centralized IT standards with the needs of multiple business units and technology environments. • Strong organizational skills with the ability to maintain accurate operational documentation and compliance evidence. • Ability to communicate clearly with executives, vendors, and non-technical users. • Strong ownership and follow-through when managing integrations, escalations, security issues, and audit requirements.
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